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See spent time after resolve a case CRM4.0 RRS feed

  • Question

  • Is there any way to view the spent time after resolve a case in the case search view?

    Thanks in advance.
    Tuesday, July 21, 2009 8:35 AM

Answers

  • The only way to do it is with custom code.  Because you can have many incident resolution activities associated with one incident, there's no way to include incident resolution fields in an incident advanced find.

    We have worked around this limitation by adding a custom field on the incident to track billable time.  Since we don't generally bill for time spent on emails, we don't include those in the calculation.  We added a workflow to the status change of the task, appointment and phone call so that when each is completed, the billable time on the incident is incremented by the duration of the activity.

    This could also be accomplished using a custom workflow activity which sums the durations of all activities which regard the case and updates the case appropriately.
    • Marked as answer by Jim Glass Jr Monday, July 27, 2009 3:22 PM
    Tuesday, July 21, 2009 3:59 PM
  • You will want to take a look at the Microsoft Dynamics CRM Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed to help you build powerful vertical applications using the Microsoft Dynamics CRM platform. It is a guide for developers who write server-side code, custom business logic, plug-ins, integration modules, custom workflow modules and more. The SDK is an architectural overview of Microsoft Dynamics CRM, the entity model, security model, Web services, and sample code.

    Start here: http://msdn.microsoft.com/en-us/library/bb928212.aspx

    Cheers.
    CRM Community Guru and Saxophonist
    • Marked as answer by Jim Glass Jr Monday, July 27, 2009 3:24 PM
    Monday, July 27, 2009 3:24 PM

All replies

  • Once the case.status changed, you may count the different between modifiedon and createdon fields to get the time spent.


    Jim 
    Jim Wang - MVP Dynamics CRM - http://jianwang.blogspot.com, http://mscrm.cn
    Tuesday, July 21, 2009 9:04 AM
    Moderator
  • I once tried to find where this is stored and could not. I suspect it is calculated on the fly in the resolve window. If this is the case you won't be able to find it in a search.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Tuesday, July 21, 2009 9:34 AM
    Tuesday, July 21, 2009 9:34 AM
  • I think I've explained very bad... :)

    When I close the case, I add the minutes in the billable time. This value is saved in the table incidentresolution in the field timespent. Once the case is closed, I want to see this value when I do a search for the cases. But I can't customize the view adding this field.

    Is there any way to do it?

    Thanks in advance
    Tuesday, July 21, 2009 3:17 PM
  • The only way to do it is with custom code.  Because you can have many incident resolution activities associated with one incident, there's no way to include incident resolution fields in an incident advanced find.

    We have worked around this limitation by adding a custom field on the incident to track billable time.  Since we don't generally bill for time spent on emails, we don't include those in the calculation.  We added a workflow to the status change of the task, appointment and phone call so that when each is completed, the billable time on the incident is incremented by the duration of the activity.

    This could also be accomplished using a custom workflow activity which sums the durations of all activities which regard the case and updates the case appropriately.
    • Marked as answer by Jim Glass Jr Monday, July 27, 2009 3:22 PM
    Tuesday, July 21, 2009 3:59 PM
  • I don't know if this is insane, but ... what dou you mean about this idea?

    1) Create a new field in case entity.
    2) Add a trigger into the database which copy the value of timespent in incidentresolution to the new field when the case is closed...


    Friday, July 24, 2009 11:50 AM
  • Hi, create new case field but update it using plugin (or custom workflow activity as mentioned by Richard) for calculation. Direct database modifications are unsupported.
    Friday, July 24, 2009 12:40 PM
  • I don't use activities in cases, I only close the call when needed and add a time to the time spent field.

    What do you mean by plugin?
    Monday, July 27, 2009 1:52 PM
  • You will want to take a look at the Microsoft Dynamics CRM Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed to help you build powerful vertical applications using the Microsoft Dynamics CRM platform. It is a guide for developers who write server-side code, custom business logic, plug-ins, integration modules, custom workflow modules and more. The SDK is an architectural overview of Microsoft Dynamics CRM, the entity model, security model, Web services, and sample code.

    Start here: http://msdn.microsoft.com/en-us/library/bb928212.aspx

    Cheers.
    CRM Community Guru and Saxophonist
    • Marked as answer by Jim Glass Jr Monday, July 27, 2009 3:24 PM
    Monday, July 27, 2009 3:24 PM
  • Hi Ariondata,

    Same need here. I want to see the timespent field in a report or someway ...

    Could you finally sort this out? How?

    thanks

    PP


    Microsoft MVP Dynamics CRM | My Twitter: http://twitter.com/pabloperalta | My blog: http://weblogs.asp.net/pabloperalta | Blog en Español: http://wwww.elblogdedynamicscrm.com
    Saturday, August 20, 2011 5:27 PM